Senior Merchant Success Manager (Drive), Enterprise Sales

About the role

The Sr. Merchant Success Manager for Drive will develop growth plans and lead day-to-day execution for a portfolio of Franchise Groups/Brands. This role blends data analysis, operational insights, and relationship management to drive strategic initiatives and operational excellence.

Responsibilities

• Engage Franchisees in growth strategy conversations (e.g., augmenting stores on Drive, increasing Drive utilization, growing net profitability).
• Strategically introduce and execute Drive white-label growth opportunities to broaden partnership depth and increase partner revenue streams.
• Develop and foster partner relationships with Franchise C-suite, strategy, and operations leads to provide a best-in-class partnership.
• Conduct Business Reviews with key Franchise decision-makers to deepen relationships, review performance, and develop forward-looking strategies.
• Determine the needs and wants of Franchisees, prioritize them by business impact, and co-create solutions.
• Serve as the primary point of contact for all issues and be accountable for their resolution.
• Drive operational improvements with Franchisees to deliver the best experience for store operators and customers.
• Leverage playbooks, tools, and internal resources to ensure Franchisees receive a high-quality experience on DoorDash, resolving roadblocks and achieving operational efficiency.
• Work cross-functionally with the Drive team to influence the product roadmap and improve the Franchisee experience.

Qualifications

• 3-5+ years of experience in consulting, client success, account management, or sales.
• Proven success working in cross-functional teams (e.g., product, marketing, operations) to build creative solutions.
• Expert communication and interpersonal skills.
• Bachelor’s degree required.

Nice to haves

• High-growth or early-stage startup experience.
• Experience with marketplaces, operations, logistics, or unit economics.
• Proficiency in analytics and visualization tools (e.g., Sigma, Tableau, Excel).
• Knowledge of CRM software (e.g., Salesforce).

Skills

• Client relationship management and long-term partnership development.
• Problem-solving with a strong bias for action.
• Organizational skills with attention to detail.
• Ability to balance hands-on execution with big-picture strategy.
• Comfort with a fast-paced environment and industry-defining work.
• Grit, perseverance, and high standards with a bias toward action.

Pay

National base pay range for this position within the United States: $35.36–$52 USD per hour.

Total on-target earnings (base + commissions) for this position within the United States: $44.20–$65 USD per hour.

Benefits

• Comprehensive medical, dental, and vision benefits.
• 401(k) plan with employer matching.
• 16 weeks of paid parental leave.
• Wellness benefits and commuter benefits match.
• Paid time off and paid sick leave (flexible for salaried roles; accrued for hourly roles).
• 11 paid holidays.
• Disability and basic life insurance.
• Family-forming assistance and mental health program.

Schedule

• For salaried roles: Flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: Vacation accrued at ~1 hour for every 25.97 hours worked (e.g., ~6.7 hours/month for 40 hours/week). Paid sick time accrued at 1 hour for every 30 hours worked (e.g., ~5.8 hours/month for 40 hours/week).